Improve Customer Satisfaction
The Five9 Blended Contact Center allows agents to move easily between both inbound queues and outbound calling lists. Unlike most vendors, Five9 has developed both inbound and outbound platforms in-house. As a result, the Five9 Blended Contact Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integrations. What this means for your agents is they do not have to log in and out of dedicated inbound and outbound call queues. With Five9, everything is unified, inbound and outbound calls are blended and delivered straight to the agent’s desktop.
The Five9 Blended Contact Center with Active Blending automatically assigns inbound calls to agents who are working on outbound campaigns when inbound traffic volume peaks. During times when inbound traffic is low agents can use that time to work on automated outbound calls.
Your agents are your most valuable resource. With the Five9 Blended Contact Center, you can fully engage them with your customers. The result is customer service and inside sales organizations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organization as a whole.
Datasheet: Five9 Blended Contact Center
Learn how you can get all the benefits of feature-rich, on-premise systems with none of the hassle using the Five9 Blended Cloud Contact Center with Active Blending.
Increase the number of productive contacts per hour by automatically adjusting your outbound calling operations based on inbound call volume.
Take advantage of a single interface for your blended contact center. Eliminate time wasted toggling back and forth between outbound and inbound queues.
Custom Business Rules
Configure active blending for your particular business rules to schedule and add outbound follow up calls on any interaction to the queue.
With the Five9 blended solution, we only have to train agents on a single platform, and that training is applicable no matter what type of calls they are making or receiving.
Blended Contact Center Features
- ACD with Call Distribution Algorithms
- Skills-Based Routing
- Priority Routing
- Web & Queue
- Toll-Free Numbers
- CTI Screen Pops
- IVR with Intuitive Script Designer
- Text-to-Speech & Speech Recognition
- Agent Desktop
- Contact Database
- CRM Integrations
- Call Recording
- Post-Call Surveys
- Predictive Dialer
- Progressive Dialer
- Power Dialer
- Preview Dialer
- Agent Scripting
- Answering Machine & Fax Detection
- Real-Time DNC List Management
- At-Home Agent Capabilities
- Easy-to-Use Administration Tools
- Real-Time, Historical, & Custom Reports
- Local Number Dialing